At 2012, Groupama Insurance company in Greece selects "SynChordia Debt Recovery" solution for debt collections. The organization experienced increased demand to collect outstanding payments from clients (especially from direct channels) and agents (partner’s network) and the provided solution will be utilized from both internal users and external agents.
First Data powers the global economy by making it easy, fast and secure for people and businesses to buy goods and services using virtually any form of electronic payment. Every day First Data securely processes transactions for millions of merchant locations and thousands of card issuers around the world.
In Greece, First Data offers a vast portfolio of payment solutions, contact centre services, print and mail and value-added services, designed specifically to meet the needs of financial institutions, merchants and public and private sector organizations. We have more than 25 years of experience in delivering specialized solutions to some of Greece’s most respected banks, telecom providers and others. More than 1,300 employees, based at our regional and operational offices in Athens, provide local support and expertise to clients in Greece and other markets in southeastern Europe.
At 2010 Intelli installed and configured an operational dashboard solution based on Microsoft .NET technology and SharePoint Server. First Data monitors all of its incident & problem related KPI’s using less effort with an excellent user interface. The newest version of Intelli Dashboard 2010 contains a lot of new features like complex scorecards, time frames and maps.
VODAFONE Greece decided to replace the current Payment system and Intelli developed successfully a new advanced system covering the required needs. The new system was implemented with the most advanced technologies based on .NET 3.5 Framework, AJAX, Web Services and Microsoft SQL Server 2005. The most important and complicated part of the solution was the fully integrated environment provided on Web services in order to fulfil the necessary communication of the new Payment system with SIEBEL CRM, SAP ERP, JUPITER Billing system and other back office systems. Since the new Payment system was registering customer payments related to pending billing statements, the provided solution should provide an integrated environment to match pending debts collected from billing system and current payments. This specific module was implemented based on the respective module from IntelliCollector product and the data volume size included the total number of post-paid customers and respective debts. The project was conducted in a single phase with an elapsed duration of approximately 5 calendar months.
Intelli has also implemented several Line-Of-Business applications from 2005 to 2009 in Vodafone Greece to cover internal needs, like Demand Management Vortal (DMV), Correspondence Document Registration (CDR), Suggestions Management, Data Protection Data Management System (DPDMS), Roaming Management System (RMS). Intelli has also installed and configured Compuware Vantage for Vodafone Greece Application Performance SLA Management system and Compuware FileAID/CS suite for the Data Anonymization system.
At 2008 Intelli has deployed and configured one of its latest products in Service Support area: SOP (Service Operations Platform). Vodafone chose Asset Manager (part of SOP) which is an IT Asset & Configuration Management solution. Asset Manager offers an easy, generic and powerful platform for monitoring CI’s lifecycle. Vodafone uses Asset Manager for handling application’s lifecycle complemented with a high-level CMDB.
At 2011 Intelli has awarded to deliver an Enterprise Content Management Solution for all Vodafone’s shops and external agent’s network. Intelli based the suggested CMS solution on Microsoft’s SharePoint Technology. Intelli designed, implemented, configured and delivered a robust portal, serving all needs of Vodafone. The proposed portal hosts all relative information of handsets with their characteristics, Roaming Info, Tariff plans, Business processes, call guidelines and everything else is Vodafone asked for. Beyond SharePoint out-of-the-box functionality, Intelli either complemented with enhancements, or developed from scratch application modules, delivering wanted results. The web application’s user interface offers ideal Graphical User Experience accompanying all key features.
Wind is the third largest telecom mobile operator in Greece. WIND’s project was implemented by the use of the QPR platform, using the balanced scorecard methodology for Key Performance Indicators (KPIs) monitoring. The project concerned the development of specific KPIs requested from EET (Hellenic Telecommunications Regulator) from all Greek Telecom Operators.
The application developed consisted of four KPIs models:
- Mobile KPIs: concerned the monitoring of the mobile telephony provided from Wind to its subscribers
- Fixed KPIs: concerned KPIs for Wind's fixed telephony
- Customer services: KPIs evaluating the quality of services provided from Wind to its customers
- Broadband KPIs: concerned KPIs of the broadband offerd from Wind
The specific KPIs are mainly used from company's Quality department and from the executive management. The project was conducted in two phases with an elapsed duration of approximately 3 calendar months.
Vodafone Egypt is the second largest telecom in Egypt and one of the larger Vodafone operators in the VF group. Vodafone Egypt operations department was looking for a solution that could monitor all systems and IT services end to end. At that point, the operator had several dedicated and isolated monitoring systems in place. The solution provided joint all the underlining monitoring systems to one portal (Compuware Vantage) so monitoring and reporting could be achieved efficiently and with understanding. The solution utilized several of the multiple systems in place and introduced end user experience metrics along with Java, network, system monitoring, in to a centralized dashboard that had the capability to present both a technical and a business aspect of current and historical status.
Along with the delivery of the dashboards, the setup of alarms and reports was also included in order to support the needs of the organization.
DEI, the Public Power Corporation was established in 1950 with the aim to map out and implement a national energy policy, which through the intense exploitation of domestic resources would make electrical power the property and right of all Greek citizens. In close cooperation with DEI, IntelliSolutions has implemented a series of SW solutions covering various needs such as the internal IT HelpDesk solution and the MIPS monitoring of the internal mainframe solution. Based on these solutions, the customer can quickly resolve and manage application failures and performance problems to diminish downtime, reduce excessive resource consumption, automate the debugging, analysis and testing processes, efficiently and effectively manage their mainframe test data and protect sensitive data used in testing and capture activity between internal users and applications to deter inappropriate activities and investigate details of security breaches.
The Athens Water Supply and Sewerage Company (EYDAP SA), is the largest company in Greece operating in the water market. EYDAP launched a public RFP for the implementations of an integrated system to cover internal needs for debt collections. Specific requirements were in place to cover these needs with an extensive integration to the existing Billing system. The project was awarded to BYTE Computers as an integrator of Intelli collection platform with the Billing system implemented from BYTE Computers. So Intelli configured and installed the internally implemented product solution for debt collection according to EYDAP needs and related to BYTE’s Billing solution. The delivered collections platform provided excellent performance for handling more than 500.000 debt accounts per billing period utilizing the power of Oracle 10g. The project was conducted in a single phase with an elapsed duration of approximately 6 calendar months.
NBG is the largest financial institute in Greece and one of the top banks in Europe. The bank has adopted Intelli’s Asset Manager 2009 product to cover IT Asset tracking including hardware, applications and service assets. NBG face a significant challenge to track the location, quantity, condition, maintenance status and depreciation status of their fixed assets. Using Intelli’s Asset Manager 2009 the fixed assets tracking becomes easy and can be made even easier utilizing the latest available technology. A further need that has been addressed is that of Asset inter-dependency. Mainly the assets have relationships between them that create dependencies meaning that the failure of a specific asset has an impact on one or more other Assets. By mapping the relationship between each Asset NBG is able to quantify the Impact of such a failure either pro-actively or in response to an emergency.
Asset Manager 2009 allows NBG to audit all of their fixed assets the way that they want. From the very building blocks of the data and the Asset Definitions, through the final connections between each Inventory Item, all aspects of the solution are dynamic and user defined giving total flexibility to the client to create whatever their requirements dictate.
Piraeus Bank is the third largest Financial Institute in Greece with extensive presence in Balkans and MEA. The scope of Piraeus Bank KPIs MIS (Key Performance Indicators Management Information Systems), was to monitor its loan flow for SME (Small Medium Enterprise) and Major companies, in terms of time, volume and quality.
Regarding the specific service provided, business users and upper management are evaluating the performance of their organization towards their clients, as well as the effectiveness of bank’s structure. Thus, decision making is easily feasible in order to ameliorate their business and differentiate the bank from the competition. Predefined KPIs according to loan’s workflow are provided and analyzed from different point of views.
Performance indicators are categorized as follows:
- Timing: elapsed time between application and final approval is evaluated.
- Volume: applications processed per resource
- Quality: quality of the applications received for processing
Analysis of the KPIs are effectuated per:
Time Dimension, Loan’s stages based on bank’s structure, Loan product broken down by short/long term, Team and user that processed the loan application and geographical area based on branches distribution network all over Greece.
The project lasted for approximately 5 months and was developed in two phases.
EFG Eurobank is the second largest Financial Institute in Greece with extensive presence in South East Europe. The mentioned project refers to a CRM implementation for an EFG Eurobank’s subsidiary in Poland – same aspect like Open24 branch chain- to cover the entire portfolio of financial services in the POS and through the Call Center as well. Intelli developed and deployed successfully an integrated Web solution based on the Microsoft development platform, leveraging its experience in the banking sector and the latest Microsoft technologies. The project was conducted in a single phase with an elapsed duration of approximately 8 calendar months.
SG-GENIKI BANK selected Oracle CRM solution for the deployment of a CRM system to cover marketing and telesales activities. The system will be used from marketing department for the campaigns’ development and from the Call Center department to perform telesales activities. The integration with Genesys CTI and core Banking system (PROFITS) automates call center jobs. Intelli is participating in the solution’s implementations as a sub-contractor of Oracle Hellas with two consultants involved in the campaigns module customization. The project was conducted in a single phase with an elapsed duration of approximately 7 calendar months.
Intelli implemented a major part of SG-Geniki Bank’s new Web Banking platform. Following the successful deployment of the solution, SG-Geniki Bank selected Compuware Vantage Agentless solution to monitor the availability and performance for the new platform. The value added Compuware solution provided a complete picture to business and technical users about the complete environment related to end-user experience. Geniki Bank also had the need to implement a system in order to accommodate the employees security oriented requests (passwords, acess to applications, etc.). The requests had to be submitted in an orderly manner and then approval was given based on a specific workflow depending on the nature of the request and the position on the issuer. Intelli was awarded a contract in order to implement and install the applications. In addition, Intelli consultants trained key personnel. The application was implemented using Microsoft .NET technologies and was successfully completed in 2008.
In 2011 the bank required a solution for covering the PCI compliancy for test data management. The Compuware solution of FileAid was selected to provide this functionality and allow for an automated mechanism handling the scrambling of sensitive records from the production environments into the test systems.
National Insurance is the largest Insurance organization in Greece and part of the National Bank of Greece. National Insurance was looking for a system to handle the demands for IT changes (change management). The solution is based on Compuware’s award winning Changepoint. All requestors, have a portal that require to place all requests. In the back end, the solution handles all the workflow required for the corporate approvals. All activities performed by the technical personnel and the approvers are depicted within this portal so the requestor can (at any time) review the status of his request, see the following steps and any comments placed. At the end of the procedure, the requestor reviews the deliverable and accepts the change or makes comments until a suitable technical solution is found and the request closed.
ING is a leading European assurance company, having it’s main offices in Netherlands and initially known as Nationale Nederlanden. In order to upgrade it’s clients portfolio and contracts handling processes in Greek headquarters, a major need arose to create a fine tuned custom ETL tool between it’s legacy IMB AS400 systems and a state of the art relational database system. This followed a large amount of necessities, as to monitor contracts and applications, as well as insurance coverages, overdue payments etc in a daily basis.
IntelliSolutions proposed the complete solution’s architectural design and successfully implemented a fully customizable dynamic and automated Extract Transform Load tool, between any two database systems, accompanied by a Dashboard online Web application for the monitoring of each aspect of the involved company procedures. The project completed in two phases: a) business analysis and architectural design proposal and b) application and database design and implementation. The complete duration was approximately 5 calendar months.
Intelli implemented and configured an ECM module in order to provide in behalf of its client ICAP a full service for the data recognition and handling of all Greek Companies’ Balance Sheets published throughout a year. For this service Intelli provides at a regular basis detailed and complex feedback for all balance sheet data.
ECDL decided early 2007 to migrate the current CRM system to the latest version of Microsoft Dynamics CRM 3.0. Intelli proposed the best solution to replace the existing CRM and implemented successfully the new CRM system as a Real Consulting sub-contractor. Some of the delivered core modules included the dealers support and the respective student payments and debt collection, which was integrated with the existing ERP and MIS systems. The project was conducted in a single phase with an elapsed duration of approximately 4 calendar months.
HAU decided to fully automate the internal processes with the deployment of a CRM platform and selected Intelli to implement it based on Microsoft Dynamics CRM 3.0 solution. The 1st phase of the project included the prospect student interest and form submission, whereas the 2nd phase included the full process for student registration, fees payment and debt collection with the respective integration to the ERP system. The project was conducted in two different phases with an elapsed total duration of approximately 7 calendar months.
Epicos is the leading international e-business platform for the Aerospace and Defence industry - providing Information Services and Tools to identify and process Business Opportunities on Procurements, Offsets Projects and Industry Co-operation. Intelli undertook the analysis, design and implementation for a CRM solution based on Microsoft CRM 3.0 to cover the Sales Force automation for Commercial department. Epicos is heavily using the campaigns and telesales/list management functionalities of the application and this is the area that the implementation team focused, as the company serves the global market with a sales force based in various regions around Europe and in the US, while the telemarketing department is regionally located. The project was conducted in a single phase with an elapsed duration of approximately 4 calendar months.
YALCO is the largest supplier for house equipment and small appliances, as well as for hotel supplies. It is listed in the Athens Stock Exchange and has a headcount that exceeds the 200 employees. The CRM project’s scope was to improve the Sales Department’s processes handling the customer’s relationship and the ordering cycle. Intelli implemented successfully an integrated solution with the company’s ERP using the SalesManager CRM platform. The provided system manages also the pricing policy for each customer and supports special agreements and discounts. Finally, it provides advantage reporting services for the privileged users, like sales reports, sales forecasts, salesmen activities per customer, proposal management. Most of the users are mobile/disconnected users who synchronize with the central server, using GPRS connections. The project was conducted in a single phase with an elapsed duration of approximately 12 calendar months.
EUROPA PROFIL is the leading company in the aluminium profile production market in Greece with an expanded network of resellers all over the country and in Europe. CRM project’s scope was the implementation of an e-Order system integrated with the company’s ERP that will cover the entire ordering lifecycle and will maintain the company’s reseller’s database. The application is accessible over the Web for all resellers in Greece and it is fully operational internally from involved departments, like sales, warehouse, finance. It is also accessible from Customer Care department in case a reseller would like to ask for an order’s status, although that information is available over the Web.
Intelli implemented successfully the CRM solution based on Microsoft development framework. The project was conducted in a single phase with an elapsed duration of approximately 5 calendar months.
LAMDA Hellix, awarded in 2010 with the Best European Green Initiative Award and as Best Regional Data Centre Operator 2009 in Europe, is the first, most successful and only certified in Greece, under ISO 9001:2008, Data Center Outsourcing & Integration services provider for the hosting of main or disaster recovery centers and points of presence of large private and public organizations as well as service providers in Greece and in South East Europe.
Through World-Class facilities and services, LAMDA Hellix enables organizations with mission critical applications to increase the security and the availability of their systems and services and reduce all operating and managerial costs while maintaining same autonomy and independence as with fully owned infrastructure.
Intelli Solutions has implemented a wide-range IT HelpDesk solution covering various needs of internal and external requests related to IT Infrastructure. The ticketing system is one of the most secure systems in Greek Data Centers and it is offered as a service to all Lamda Hellix’s clients. There is a special UI based on touch screens where users can view or submit tickets / requests / complaints at specific points of the building (kiosks).